Job Description
Roles and Responsibilities
Quality Analyst (QA) is responsible for assessing the quality of the performance of our customer support associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, Response accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
- Performs call/Email monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in call listening and programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions
- Provides coaching and feedback to the associates with inputs to team leaders and managers
- Prepares and analyses internal and external quality reports for reviews
- Perform other duties as assigned
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
- 2-3 years of Quality experience in customer support
- Bachelor Degree
- Excellent verbal, written and interpersonal communication skills
- Outstanding customer handling with feedback skill
- Focus on quality and customer service
- Good listening, analytical and time management skills
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (Word, Excel and Power Point)
- Proficient with Hindi and English